Accommodating [Job Title] with [Number] years of experience delivering solid customer care while enhancing relations. Strong interpersonal skills with talents for relating and empathizing with individuals of varying personalities and walks of life. Proficient in numerous computer applications and software, including Microsoft and [Software]. Highly motivated and driven to achieve set goals and targets. Qualified [Job Title] with [Number] years of experience in fast-paced customer service and call center environments supporting [Type] company needs. Personable and professional under pressure.
Skills
Proficient PeopleSoft, KRONOS, CSG, AAD, Microsoft Office (Word, Excel)
Motivates others, works well in groups, supportive, shares credit, delegates effectively, takes ownership and responsibility
Fast Learner
Coaching
Interpersonal Skills
Highly dependable
Customer-oriented
Microsoft Office
PeopleSoft
Policies
Processes
Sales
Strategic
Call center operations
Work History
Customer Care Supervisor, 01/2008 to 07/2020 Berry Plastics – Alsip, IL,
Manage a staff of 16-20, Assessing team members on a weekly basis to identify needs and performance gaps
Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
Deliver training on new processes and procedures.
Analyze data and observed behaviors to develop strategic methods of coaching.
Improving employee customer engagement through behavioral coaching and development.
Manage and assist monthly activities for employee engagement committee.
Completed bi-weekly payroll for 20 employees.
Delivered consist performance ensuring team's ranking remains in the Top 10-20 for the center.
Provide support to Customer Care Professionals by handling escalated calls from customers.
Hired and fired customer service associates.
Technical Support Supervisor, 01/2001 to 01/2008 Capital Insurance Group – Anaheim, CA,
Orchestrated completion of installation proceedings in office and field while supervising staff of 54 Customer Care Professionals with 2 other supervisor's to ensure policy enforcement and quality control. Oversaw training for installation contractors in all aspects of closing-out work orders, customer service professionalism, as well as Time Warner Cable policy and procedures.
Met with contractors owners and managers, resolving cable concerns and needs.
Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.
Drove team focused on providing excellence, generating overall quality of performance at 90%.
Strived to deliver orders and corrections same day, attaining team completion rate at 98%+
Developed partnerships, successful interactions with other team leaders; sales supervisors, care supervisors, dispatch, and members of corporate team, allowing for change in current process and achieving customer satisfaction.
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